Lost and Found

FAQ

Lost and Found

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Item Search	Report a Lost Item	Check Item Status

Report Lost – In order to have the best chance of recovering your item you should have as much information at hand as possible e.g. full details of any serial numbers or identifying marks before starting the lost report

Check Status – in order to check the status of your items you will need the email used to register and provide the Reference No that was sent to that email

Opening hours: Monday to Friday 9am to 1pm

LOST PROPERTY FAQ

• Who are First Flight / airlinelostproperty.com?

First Flight / airlinelostproperty.com handle on-board lost property, which passengers has left within the cabin area of an aircraft. We are not based at an airport terminal but airports/airlines will forward lost property items to our offices, as we are a central tracing point.

We actively try and locate an owner to a piece of found property and organise the return of the item with the rightful owner. • Which airlines forward on-board lost property to First Flight / airlinelostproperty.com?

- EasyJet (limited airports only)

- Monarch

- Ryanair (Stansted Airport only)

- Thomas Cook (Stansted Airport only)

- Thomson (Stansted Airport only)

- Pegasus (Stansted Airport only) - Flybe (Stansted Airport only)

We also handle lost property, which has been found within the Airport terminal building at Bristol Airport and from any airline, if an item has been located on-board an aircraft landing at Bristol Airport.

• I’ve lost an item on-board an aircraft, what should I do?

- If you have lost an item on-board an aircraft, landing at London Stansted airport. Please click on the ‘report a lost item’ on www.airlinelostproperty.com and complete the form.

- If you have lost an item on-board an aircraft landing at London Gatwick airport, please click on the ‘report a lost item’ tab on www.airlinelostproperty.com and complete the form.

- If you have landed at an alternate airport, please click on the ‘report a lost item’ tab on www.airlinelostproperty.com and complete the online form. You will then need to speak with the baggage agents at both airports, to see if they are holding your item. The contact information for the baggage agents at an airport, will be available on the airlines website.

If a potential match is located by airlinelostproperty.com, you will be contacted.

If you’ve lost a Passport or National ID card it may be handed to Immigration officials or the local Police instead of the lost Property office / baggage agent, this is dependent on the Airport where the property has been located. If you’ve lost duty-free cigarettes/tobacco/alcohol it may be handed to Customs officials instead of the Lost Property office / baggage agent.

We would advise that you still register your loss onto our website, www.airlinelostproperty.com and then also contact the Immigration officials / customs at your arrival airport, to see if they have been handed your lost property item(s).

The following contact information applies for the Immigration and Customs departments at London Gatwick airport only:

LGW Immigration – TEL: 00441293 502019

LGW Customs - North terminal TEL: 00441293 501491 / South Terminal TEL: 01293 508313

• What information should I include when reporting the item that I have lost?

You will need to provide us with as much information as you can, so that we have the best chance of locating your item if this is handed to us via your airline.

If you have lost an electric device i.e. Laptop or tablet, if possible please include any serial numbers for the missing property.

If you have lost your mobile phone, please try to provide us with the IMEI number. You should be able to obtain this from your network provider.

If you have an electronic device / mobile phone, please specify if the item is password protected or not, within the item description.

Please make sure that you do not use any punctuation marks, when entering any details for the item description. For example, if you are registering a missing iPhone, you would enter ‘iPhone’ into the brand and not ‘I phone’ or ‘i-phone’. Our system works on matching keywords from a found item against an enquiry made, using punctuation marks could result in us not matching an item to your claim.

• I have completed the form online, what should I do now?

You should be emailed a reference for the enquiry made, which you must keep safe. You can log onto our website at any time, using your email address and reference, to search and see if your item has been found. If airlinelostproperty.com locate a possible match to your missing item, we will contact you.

• I have found an item on your website that I believe to be my lost item, what should I do?

Please click on the ‘claim item’ button and we shall contact you in due course, to determine whether the item belongs to you.

• If airlinelostproperty.com locate my lost property item, how long will they hold it for?

For any duty cigarettes, tobacco or alcohol, we shall hold the items for two weeks from the date of initial contact to you.

For Passport/ID cards/National Insurance cards, we shall hold the items for two weeks from the date of initial contact to you.

Any perishable goods will be held for two weeks, from the date of initial contact to you. Any other items of lost property will be held for three months, from the date that they are registered.

• First Flight / airlinelostproperty.com have found my item, how do I get this back?

First Flight / airlinelostproperty.com offer the service to return an item to the rightful owner, via a postal or courier service. There is also an option to collect from our offices.

• I have not heard back from First Flight / airlinelostproperty.com since I reported my loss online, what should I do? For any further enquiries, please email us at enquiries@airlinelostproperty.com .

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